Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Maria Fernanda Brenes Ramirez

San José,Costa Rica

Summary

Bilingual (English/Spanish) Customer Support and Technical Support professional with experience in fintech support, fraud-related inquiries, and revenue cycle operations. Skilled in case management, technical troubleshooting, and CRM platforms. Strong focus on KPI performance, problem-solving, and delivering high-quality customer experiences.

Overview

2027
2027
years of professional experience
4036
4036
years of post-secondary education

Work History

Advisor lI - Blended Support

Concentrix
07.2025 - Current
  • Provide real-time chat and phone support within the banking division handling fraud-related inquiries.
  • Consistently meet performance KPIs through high-quality case handling and attention to detail.
  • Trained new staff on operational procedures and customer service expectations.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Supported new employees on company policies and procedures.

Revenue Cycle Management Agent

Health Prime
  • Managed billing transactions, claim follow- ups, and data validation using ERP systems.
  • Ensured HIPAA compliance while handling sensitive healthcare information.
  • Actively participated in developing strategies for improving customer relations.
  • Kept abreast of regulatory changes and industry standards to ensure compliance.
  • Maintained positive working relationship with fellow staff and management.
  • Set specific goals for projects to measure progress and evaluate end results.

Technical Support

Foundever
  • Provided technical troubleshooting for security systems, connectivity, and account configuration.
  • Assisted customers with upgrades, billing questions, and fraud-related investigations.
  • Provided technical support to team members when necessary.
  • Managed customer data in CRM systems to ensure accuracy and consistency.
  • Created and maintained accurate records of customer interactions using CRM software.
  • Manage cases and customer documentation using Salesforce CRM ensuring accurate tracking and follow-up.

Education

Executive English Certificate -

Instituto Nacional de Aprendizaje

High School Diploma -

Liceo Jose Joaquin Vargas Calvo

Skills

  • Customer Support
  • Technical Troubleshooting
  • Case Management
  • Fraud Investigation
  • Microsoft Office
  • CRM Systems
  • Teamwork
  • Communication

Languages

  • Spanish, Native
  • English, C1

Timeline

Advisor lI - Blended Support

Concentrix
07.2025 - Current

Revenue Cycle Management Agent

Health Prime

Technical Support

Foundever

Executive English Certificate -

Instituto Nacional de Aprendizaje

High School Diploma -

Liceo Jose Joaquin Vargas Calvo
Maria Fernanda Brenes Ramirez